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研究生:陳育佑
研究生(外文):Yun-Yun Chen
論文名稱:公共圖書館即時數位參考服務之使用行為研究:以臺北市立圖書館為例
論文名稱(外文):The Use and Patron Behavior of of Real-time Digital Reference Service in the Public Library: A Case Study of Taipei Public Library
指導教授:蘇小鳳蘇小鳳引用關係
學位類別:碩士
校院名稱:國立中興大學
系所名稱:圖書資訊研究所
學門:傳播學門
學類:圖書資訊檔案學類
論文種類:學術論文
畢業學年度:94
語文別:中文
論文頁數:134
中文關鍵詞:公共圖書館即時數位參考服務使用行為滿意度
外文關鍵詞:Public LibraryReal-time Digital Reference ServicePatron BehaviorSatisfaction
相關次數:
  • 被引用被引用:4
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  • 收藏至我的研究室書目清單書目收藏:11
使用者是圖書館成功經營即時數位參考服務的關鍵因素,圖書館在提供即時數位參考服務時,需了解使用者的使用行為及態度,以便更符合使用者的需求。因此,本研究探討即時數位參考服務使用者的使用行為及態度,期作為未來圖書館規劃即時數位參考服務的參考。

本研究以臺北市立圖書館參考服務視訊櫃臺系統的使用者為研究對象,採用問卷調查法並輔以訪談法,問卷採行網路問卷形式供使用者填寫,問卷共回收162份,剔除無效問卷共計12份後,獲得有效問卷150份,封閉性問題以描述性統計、t檢定、卡方檢定及單因子變異數進行資料分析,開放性問題以人工方式進行彙整,分析完問卷之後再邀請20位已填答問卷之使用者進行半結構式訪談,並將訪談結果納入綜合討論之中,以歸納出研究結果。

研究結果總結如下:使用者以學生族群所占比例最高,而以年齡別觀看分布情況,21歲至30歲為使用比例最高之族群。使用者使用即時數位參考服務以嘗試新服務為主要使用理由,面對此情形圖書館需注意如何讓嘗試新服務的使用者,進一步成為服務的忠實使用者。使用者獲知服務管道,以臺北市立圖書館網頁為主要來源。使用者以未曾先自行查詢資源便直接進入系統詢問者居多,使用者直接進入系統詢問問題之原因為使用者認為專業人士查找資源較能節省搜尋資源的時間。而使用者詢問的問題類型以快速型居多,以特別探索型比例較低。學生族群使用地點以學校比例最高,而非學生族群使用地點則以家中比例最高。使用者通常於空閒時才進行問題詢問。使用者的使用日期分布情況,學生族群使用日期以星期日使用比例最高,而造成學生族群於星期日使用之原因為星期日開始著手準備學校的課業及進行假日活動的規劃,非學生族群則以周末假期使用比例最高,因為非學生族群通常於周末假期才有空閒時間進行問題詢問。而使用時段分布情形,學生族群使用時段以下午2點至3點比例最高,非學生族群使用時段以上午10點至中午使用比例最高。使用者遭遇困難情形與主機連線穩定度有關,而主機連線穩定度影響使用者對服務之整體評價及再回訪意願。使用者一般而言皆未要求開啟真人影像或語音。使用者對於即時數位參考服務態度,以持正面態度者居多。

根據研究結論提出以下的建議供參考:
1. 圖書館館方應進行使用者行為與態度之調查。
3. 圖書館館方對於即時數位參考服務應訂定簡潔易懂的服務名稱。
4. 圖書館館方應建立標準化的文字服務流程。
5. 圖書館館方應建立完善的回報管道。
6. 即時數位參考服務館員應加強線上參考諮詢的溝通技巧。
User is the key factor in determinig the success of Real-time Digital Reference Service. Understanding users’ need and attitudes could help librarians successfully provide an Real-time Digital Reference Service. The research explores the user’s behavior and attitude in Real-time Digital Reference Service for future reference.
The subjects of this research were the clients of Real-time Digital Reference Service offered by Taipei Public Library named Live Referservice. The researcher adopted internet questionnaire survey and telephone interview. 150 valid questionnaires were obtained. Fixed-alternative questions were analyzed through Statistical Product and Service Solutions (SPSS) using descriptive statistics, Chi-square, t test and oneway ANOVA. Responses from Open questions were analyzed and subsumed into results. Twenty survey respondents were interviewed with semi-structural method through telephone.The majority of users of the real-time digital reference service were students. Most users aged from 21 to 30. Novelty is the main reason for the users to try the service. The library make an effort in keeping and make them logn-term ones.The primary channed for the users to learn about this service was the website of Taipei Public Library. Most users consulted Real-time Digital Reference before try searching by themselves without prior use of the search system of the website. They believed that professional librarians are more efficient in accessing materials that they are looking for. The most frequently asked questions were ready reference questions, whilespecific search questions an most infrequent.
Schools were the main locations for the student users to use this service system; homes were the main locations for non-student users. The users usually used this service system in their casual hours. The distribution of the days they use this service system was: for student users, on Sundays; for non-student users, on weekends, the highest proportion. The causes for this distribution were: for student users, they usually use library to prepare for their school works, plan holiday activities on Sundays; for non-student users, weekends were their leisure time. The student users usually used this service from 2 p.m. to 3 p.m.; the non-student users used it from 10 a.m. to 12 a.m.
The reported complaints were mainly about the instability of connection to the server for Real-time Digital Reference Service. Therefore, the stability of server played a key role in the users’ whole evaluation of this service system and willingness to reuse it. Most of the users did not ask librarians to turn on the audio-visual feature. Generally, users’ evaluations and comments about the service were very positive.

Hereby, four suggestions were made, based on the conclusions of this study:
1) The library should conduct a survey of the behaviors of the users.
2) The library should contrive a concise name and self-explantory for the Real-time Digital Reference Service.
3) The library should establish a standardized procedure for text-based service.
4) Real-time Digital Reference librarians of Rreal-time Reference Service should enhance their communication skills for online reference interview.
第一章 緒論 1
第一節 研究背景與動機 1
第二節 研究目的 3
第三節 研究問題 3
第四節 研究範圍與限制 5
第五節 研究方法 5
第六節 預期貢獻 6
第七節 名詞解釋 6
註釋 7
第二章 文獻探討 9
第一節 數位參考服務概述 9
第二節 即時數位參考服務概述 12
第三節 即時數位參考服務使用者之使用行為 22
第四節 即時數位參考服務使用者之滿意度 36
註釋 43
第三章 研究設計與實施 56
第一節 研究方法 56
第二節 研究對象 57
第三節 研究設計與實施 57
第四節 資料處理 60
第五節 研究程序 60
註釋 63
第四章 研究結果與分析 64
第一節 人口特徵與使用動機 64
第二節 人口特徵及使用行為 之分析 73
第三節 人口特徵與滿意度分析 91
註釋 111
第五章 結論與建議 113
第一節 結論 113
第二節 建議 115
第三節 後續研究建議 117
參考書目 118
附錄一:臺北市立圖書館「即時數位參考服務之使用行為研究」 134
附錄二: 「即時數位參考服務之使用行為研究」-訪談問題大綱初稿 134
一、中文
(一)圖書
初景利。圖書館數字參考諮詢服務研究。北京:北京圖書館出版社,民93年。
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鄭恆雄、林呈潢、嚴鼎忠合著。參考服務與參考資訊。臺北縣:空大,民85年。
蘇小鳳。即時數位參考諮詢服務。臺北市:文華,民94年。

(二)期刊論文
王哲。「網絡實時參考服務探討」。情報業務研究 7卷 (民93年),頁98-102。
沈靜。「Chat實時參考諮詢服務及其優缺點分析」。圖書館論壇 24卷3期 (民 93年6月),頁131-133。
柯皓仁。「公共圖書館之數位參考諮詢服務」。臺北市立圖書館館訊 22卷
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徐嘉僑。「數位參考服務在現代化圖書館的運用」。臺灣圖書館管理季刊 1卷2期 (民94年4月),頁60-76。
涂曉晴。「電子郵件參考服務-邁向虛擬參考服務之路」。國立中央圖書館臺灣分館館刊 6卷3期 (民89年3月),頁46-60。
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簡玉菱、柯皓仁。「網際網路時代的參考諮詢服務-線上合作參考諮詢服
務」。國家圖書館館訊 91卷3期 (民91年8月),頁1-4。
鍾雪珍。「E-Reference-參考服務新趨勢:從美國及上海的聯合數位參考
服務談起」。國家圖書館館訊 90卷4期 (民90年11月),頁5-9。
蘇小鳳。「英、美學術圖書館之虛擬參考服務-從電子郵件至現場網路影音
同步參考諮詢服務」。興大人文學報 32期 (民91年6月),頁557-571。
蘇小鳳。「大學圖書館合作式即時數位參考諮詢服務」。圖書資訊學刊 1卷
4期 (民93年3月),頁1-19。
蘇小鳳。「淺談即時數位參考諮詢服務中的人:參考館員之角色、工作模式與態度」。中國圖書館學會會報 73期 (民93年12月),頁109-123。

(三)網路資源
國立交通大學浩然圖書館。「線上互動讀者諮詢服務系統」。
<http://solo.247ref.org/wcscgi/CDM.exe?SS_COMMAND=CUST_SUP&C
ategory=NCT> (2005年7月22日)。
臺北市立圖書館。「臺北市立圖書館參考服務視訊櫃臺簡介」。
<http://www.tpml.edu.tw/chiness/service/reference/introduce.
ppt#256,1,投影片1> (2005年7月22日)。

二、英文
(一)圖書
Coffman, Steve. Going Live: Starting & Running a Virtual Reference Service. Chicago: American Library Association, 2003.
Janes, Joseph. Introduction to Reference Work in the Digital Age. New York: Neal-Schuman Publishers, 2003.
Katz, Bill., ed. Digital Reference Services. Binghamton, NY: Haworth Information Press, 2004.
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Lankes, David., ed. Implementing Digital Reference Services: Setting Standards and Making It Real. New York: Neal-Schuman Publishers, 2003.
Lankes, David., ed. The Virtual Reference Experience: Integrating Theory into Practice. New York: Neal-Schuman Publishers, 2004.
Lipow, Anne Grodzins. The Virtual Reference Librarian''s Handbook. New York: Neal-Schuman Publishers, 2003.
Meola, Marc and Sam Stormont. Starting and Operating Live Virtual Reference Servi: A How-to-do-it Manual for Librarians. New York: Neal-Schuman Publishers, 2002.
Primary Research Group Inc.. Creating the Virtual Reference Service. New York, New York: Primary Research Group, 2003.
Ronan, Jana Smith. Chat Reference: A Guide to Live Virtual Reference Services. Westport, Conn.: Libraries Unlimited, 2003.

(二)期刊論文
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